We looking to hire a Service Desk Agent I to join our Cape Town-based team. A s part of our dynamic and growing organization, you'll have the opportunity to work on cutting-edge projects and collaborate with a talented team. What you will do: Facilitate logging of calls via all channels (telephonic; walk-in; email) Accurately log calls on ticket management system Ensure tickets are regularly updated with relevant information to facilitate customer communication and timeous resolution Facilitate First Call Resolution of technical incidents and requests via phone or email e.g. password resets, AD admin etc. Route tickets to second line and external Vendors to achieve call resolution Management of tickets to ensure compliance to resolution SLA Call related admin such as vendor management, high priority communication to users etc. Handling of complaints and escalations to ensure customer satisfaction Extract reports as required Management of storeroom Co-ordinate call allocation Experience expertise: Grade 12 A+ ITIL MCSE or similar IT service desk and FCR experience General Admin AD Admin Personal attributes: Excellent Soft Skills Excellent coordination skills If the daily grind makes you wonder if there's more to life than work, get ready to discover a professional journey that embraces excellence without compromise.